Chat Metrics

Metrics that you can use to build chat-related reports.

Related documentation:

• How Reporting works
• Suite-level guide
• All services
• Genesys Customer Experience Insights Release Notes

RSS:

• For private edition

Important

Use this document for Genesys CX Insights Multicloud deployments. For information relevant to Genesys CX Insights on-premises deployments, see the corresponding page in the Genesys CX Insights on-premises Projects Reference Guide.

The Chat folder contains numerous metrics that you can use to build Chat-related reports.

Note the following:

• Unless other wise noted, metrics that show time, display a whole integer representing the number of seconds.
• For detailed information about the different metric types, see About Genesys CX Insights Projects.

Important

Objects in each folder or subfolder are designed to be used together to create reports. Avoid mixing attributes and metrics from multiple folders into your reports. One exception to this rule is objects in the Time folder; Time attributes can be used in any report, and most reports include at least one attribute from the Time folder.

The following Metrics are available in this folder and are described on this page.

Chat

• % Agent Terminated
• % Customer Terminated
• % Interactions Parked
• % Interactions with Less Queue Time
• % Interactions with Long Queue Time
• % Session Inactive
• % Session Missed
• % Session Only with Bots
• % Session Transferred
• % Session with Bot
• Agent
• Agent Response Time
• Agent Responses
• Agent Terminated
• Agent Wait
• Agent Wait Time
• Avg Bots per Media Session
• Avg Bots per Session with Bot
• Avg Characters per Session typed by Agent
• Avg First Response Agent Time
• Avg Messages Sent By Agent
• Avg Messages Sent By Customer
• Avg Session Time
• Bot Session
• Customer Response Time
• Customer Responses
• Customer Terminated
• Customer Wait
• Customer Wait Time
• Disconnected
• First Agent Wait Time
• First Bot Wait Time
• First Response Agent Time
• First Response Wait Time
• First Touch Resolution
• Handle Interval
• Handle Time
• Idle (Agent Present)
• Idle Time (Agent Present)
• Interactions Parked
• Interactions with Less Queue Time
• Interactions with Long Queue Time
• Max Agent Response Time
• Max Agent Wait Time
• Max Customer Response Time
• Max Customer Wait Time
• Max First Response Agent Time
• Max Wait-time in Queue
• Media Session
• Messages From Agent
• Messages From Agent Size
• Messages From Bot
• Messages From Bot Size
• Messages From Customer
• Messages From Customer Size
• Parking Queue Duration
• Session Ended Normally
• Session Inactive
• Session Missed
• Session Only with Bot
• Session Time
• Session Transferred
• Session with Bot
• Terminated Due to Other Reasons

Chat > Agent

• % Interactions Less Time to Accept
• % Interactions Long Time to Accept
• Abandoned Waiting Time
• Acceptance Rate
• Accepted
• Accepted Unique
• Alert Duration
• Avg Duration for Accepting Interactions
• Avg Focus Time
• Consult Received Engage Time
• Consult Received Engage Warm Time
• Consult Received Hold Time
• Consult Received Time
• Consult Received Warm Hold Time
• Consult Received Warm Time
• Consult Received Warm Wrap
• Consult Received Warm Wrap Time
• Consult Received Wrap
• Consult Received Wrap Time
• Engage Time
• Engagement Handle Time
• Focus Interval
• Focus Time
• Hold Time
• Interactions Less Time to Accept
• Interactions Long Time to Accept
• Max Duration for Accepting Interactions
• Offered
• Rejected
• Wrap Time

Chat > Async

• Dormant Interval
• Dormant Time
• Idle (No Agent)
• Idle Time (No Agent)

Chat > Thread

• Average Thread Handle Time
• Average Thread Response Time
• Thread Agent Messages
• Thread Agent Messages Size
• Thread Customer Messages
• Thread Customer Messages Size
• Thread Engagements
• Thread Handle Time
• Thread Response Time
• Thread Sessions
• Threads

Folder: Chat

Metric name: % Agent Terminated		Folder: Chat
Description: The percentage of sessions that were terminated by the agent.
Calculation: Calculated based on the Chat > Terminated and Chat > Media Session metrics.		Used in: Chat Termination Report
Media type: Data type: Metric type:
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Metric name: % Customer Terminated		Folder: Chat
Description: The percentage of sessions that were terminated by the customer.
Calculation: Calculated based on the Chat > Customer Terminated and Chat > Media Session metrics.		Used in: Chat Termination Report
Media type: Data type: Metric type:
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Metric name: % Interactions Parked Introduced: 9.0.013		Folder: Chat
Description: The percentage of interactions that were placed in parking queue, relative to the total number of interactions that were established.
Calculation: Calculated based on the Chat > Media Session and Chat > Interactions Parked metrics.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: % Interactions with Less Queue Time Introduced: 9.0.013		Folder: Chat
Description: The percentage of interactions that spent less time in the parking queue than the value configured as the duration-threshold in the [agg-gim-thld-CHAT-PARKING] section.
Calculation: Calculated based on the Chat > Interaction with Less Queue Time and Chat > Interactions Parked metrics.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: % Interactions with Long Queue Time Introduced: 9.0.013		Folder: Chat
Description: The percentage of interactions that spent more time in the parking queue than the value configured as the duration-threshold in the [agg-gim-thld-CHAT-PARKING] section.
Calculation: Calculated based on the Chat > Interaction with Long Queue Time and Chat > Interactions Parked metrics.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: % Session Inactive		Folder: Chat
Description: The percentage of sessions that were terminated due to inactivity (ENDED_REASON='INACTIVE').
Calculation: Calculated based on the Chat > Session Inactive and Chat > Media Session metrics.		Used in: Chat Termination Report
Media type: Data type: Metric type:
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Metric name: % Session Missed		Folder: Chat
Description: aka % Chats Missed. Percentage of chats requested by clients that were not answered by agents.
Calculation: Calculated based on the Chat > Session Missed and Chat > Media Session metrics.		Used in: Chat Session Report
Media type: Data type: Metric type:
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Metric name: % Session Only with Bots		Folder: Chat
Description: The percentage of media sessions handled by bots, without agent involvement.
Calculation: Calculated based on the Chat > Session Only with Bots and Chat > Media Session metrics.		Used in: Bot Dashboard Sessions Handled by Bots
Media type: Data type: Metric type:
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Metric name: % Session Transferred		Folder: Chat
Description: aka % Chats Transferred. The percentage of sessions that were transferred to an agent.
Calculation: Calculated based on the Chat > Session Transferred and Chat > Media Session metrics.		Used in: Chat Session Report
Media type: Data type: Metric type:
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Metric name: % Session with Bot		Folder: Chat
Description: The percentage of media sessions in which bots participated.
Calculation: Calculated based on the Chat > Session with Bot and Chat > Media Session metrics.		Used in: Bot Dashboard Sessions Handled by Bots
Media type: Data type: Metric type:
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Metric name: Agent		Folder: Chat
Description: The number of parties that participated in the session as an agent.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Agent Response Time		Folder: Chat
Description: The total amount of time that an agent spent responding to a customer.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Agent Responses		Folder: Chat
Description: The total number of times that agents responded to a customer.
Calculation:		Used in: This metric is not used in any reports.
Media type: Chat Data type: Metric type: Disposition
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Metric name: Agent Terminated		Folder: Chat
Description: The total number of sessions that were terminated by the agent.
Calculation:		Used in: Chat Termination Report
Media type: Chat Data type: Metric type:
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Metric name: Agent Wait		Folder: Chat
Description: The total number of times that agents waited for a reply from a customer.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Agent Wait Time		Folder: Chat
Description: The total amount of time that agents spent waiting for replies from customers.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Avg Bots per Media Session		Folder: Chat
Description: Avg Number of Bot Gateway Server (BGS) sessions per media session.
Calculation: Calculated as the value of the Chat > Bot Sessions metric divided by the value of the Chat > Media Sessions metric.		Used in: Sessions Handled by Bots
Media type: Data type: Metric type:
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Metric name: Avg Bots per Session with Bot		Folder: Chat
Description: Avg Number of Bot Gateway Server (BGS) sessions per media session in which bots participated.
Calculation: Calculated as the value of the Chat > Bot Sessions metric divided by the value of the Chat > Sessions with Bot metric.		Used in: Bot Dashboard Sessions Handled by Bots
Media type: Data type: Metric type:
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Metric name: Avg Characters per Session typed by Agent		Folder: Chat
Description: The average number of characters typed by agents, per session.
Calculation: Calculated as the value of the Chat > Messages From Agent Size metric divided by the value of the Chat > Media Sessions metric.		Used in: Chat Message Statistics Report
Media type: Data type: Metric type:
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Metric name: Avg First Response Agent Time		Folder: Chat
Description: The average amount of time, including mediation duration, that elapsed before the first time an agent responded to the customer interaction.
Calculation: Calculated as the value of the Chat > First Response Agent Time metric divided by the value of the Chat > Media Sessions metric.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Avg Messages Sent By Agent		Folder: Chat
Description: The average number of messages sent by agents, per chat session.
Calculation: Calculated as the value of the Chat > Messages From Agent metric divided by the value of the Chat > Media Sessions metric.		Used in: Chat Message Statistics Report
Media type: Data type: Metric type:
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Metric name: Avg Messages Sent By Customer		Folder: Chat
Description: The average number of messages sent by callers / customers, per chat session.
Calculation: Calculated as the value of the Chat > Messages From Customer metric divided by the value of the Chat > Media Sessions metric.		Used in: Chat Message Statistics Report
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Metric name: Avg Session Time		Folder: Chat
Description: The average duration of media sessions within the reporting period.
Calculation: Calculated as the value of the Chat > Session Time metric divided by the value of the Chat > Media Sessions metric.		Used in: Chat Session Report Chat Termination Report
Media type: Data type: Metric type:
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Metric name: Bot Session		Folder: Chat
Description: TThe total number of parties that participated in a session as bots.
Calculation:		Used in: Bot Dashboard Sessions Handled by Bots
Media type: Data type: Metric type:
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Metric name: Customer Response Time		Folder: Chat
Description: The total amount of time a customer spent in responding to agents.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Customer Responses		Folder: Chat
Description: The total number of times a customer responded to an agent.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Customer Terminated		Folder: Chat
Description: The number of sessions terminated by a customer, per session.
Calculation:		Used in: Chat Termination Report
Media type: Data type: Metric type:
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Metric name: Customer Wait		Folder: Chat
Description: The total number of times that a customer wait for a reply from an agent.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Customer Wait Time		Folder: Chat
Description: The total amount of time that a customer spent waiting for replies from agents.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Disconnected		Folder: Chat
Description: The number of interactions that ended with a disconnection (ENDED_REASON='DISCONNECT').
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: First Agent Wait Time		Folder: Chat
Description: The amount of time that the customer waited after the session started before the first agent (visible to the customer) joined the session.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: First Bot Wait Time		Folder: Chat
Description: The amount of time that the customer waited after the session started before the first bot (visible to the customer) joined the session.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: First Response Agent Time		Folder: Chat
Description: The time that elapsed between the first agent joining the media session, and the first message from an agent to the customer. Does not include routing time.
Calculation: Calculated as the value of First Response Wait Time minus the value of First Agent Wait Time.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: First Response Wait Time		Folder: Chat
Description: The time that elapsed between the beginning of the media session and the first message from an agent to the customer.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: First Touch Resolution		Folder: Chat
Description: The number of advanced chat sessions that were successfully handled in one touch &mdash that is, without being placed in a dormant state, or woken from a dormant state. This metric includes sessions that were ended by the agent, customer, or timeout.
Calculation:		Used in: Async Chat Dashboard Chat Interaction Stats
Media type: Data type: Metric type:
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Metric name: Handle Interval		Folder: Chat
Description: The number of times a session was in the active state (as opposed to a dormant state).
Calculation:		Used in: Async Chat Dashboard Chat Interaction Stats
Media type: Data type: Metric type:
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Metric name: Handle Time		Folder: Chat
Description: The total duration of the media session.
Calculation:		Used in: Async Chat Dashboard Chat Interaction Stats
Media type: Data type: Metric type:
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Metric name: Idle (Agent Present)		Folder: Chat
Description: The total number of times that a customer interaction had no activity, when the interaction was in the active state and at least one agent was participating in the chat. This metric counts only the time that exceeds the configured threshold.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Idle Time (Agent Present)		Folder: Chat
Description: The total amount of time, with no activity, when interaction was in the active state and at least one agent was participating in the chat. This metric counts only the time that exceeds the configured threshold.
Calculation:		Used in: Async Chat Dashboard Chat Interaction Stats
Media type: Data type: Metric type:
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Metric name: Interactions Parked Introduced: 9.0.013.01		Folder: Chat
Description: The number of interactions that were placed in the parking queue and routed during business hours.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Interactions with Less Queue Time Introduced: 9.0.013.01		Folder: Chat
Description: The number of interactions that spent less time in the parking queue than the value configured as the duration-threshold in the [agg-gim-thld-CHAT-PARKING] section.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Interactions with Long Queue Time Introduced: 9.0.013.01		Folder: Chat
Description: The number of interactions that spent more time in the parking queue than the value configured as the duration-threshold in the [agg-gim-thld-CHAT-PARKING] section.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Max Agent Response Time		Folder: Chat
Description: The longest amount of time that an agent spent in replying to a customer.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Max Agent Wait Time		Folder: Chat
Description: The longest amount of time, during the reporting interval, that an agent waited for a customer response.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Max Customer Response Time		Folder: Chat
Description: The longest amount of time that elapsed, during the reporting interval, that a customer spent in responding to an agent.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Max Customer Wait Time		Folder: Chat
Description: The longest amount of time that any customer waited for an agent to reply to a chat message.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Max First Response Agent Time		Folder: Chat
Description: The longest amount of time that elapsed before the first agent response to a customer in a chat session.
Calculation: The largest value recorded in AG2_CHAT_STATS.FIRST_RESPONSE_AGENT_TIME during the reporting period.		Used in: This metric is not used in any reports.
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Metric name: Max Wait-time in Queue		Folder: Chat
Description: The longest amount of time (HH:MM:SS) that any interaction spent in the parking queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Media Session		Folder: Chat
Description: The total number of media sessions.
Calculation:		Used in: Async Chat Dashboard Bot Dashboard Chat Interaction Stats Chat Session Report Chat Termination Report Sessions Handled by Bots
Media type: Data type: Metric type:
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Metric name: Messages From Agent		Folder: Chat
Description: Total number of agent messages in all chat sessions within the reporting period.
Calculation:		Used in: Chat Session Report
Media type: Data type: Metric type:
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Metric name: Messages From Agent Size		Folder: Chat
Description: Total size of agent messages in all chat sessions within the reporting period.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Messages From Bot		Folder: Chat
Description: Total number of bot messages in all chat sessions within the reporting period.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Messages From Bot Size		Folder: Chat
Description: Total size of bot messages in all chat sessions within the reporting period.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Messages From Customer		Folder: Chat
Description: Total number of customer messages in all chat sessions within the reporting period.
Calculation:		Used in: Chat Session Report
Media type: Data type: Metric type:
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Metric name: Messages From Customer Size		Folder: Chat
Description: Total size of all customer messages in all chat sessions within the reporting period.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Parking Queue Duration Introduced: 9.0.013		Folder: Chat
Description: The total amount of time that the interaction spent in the parking queue.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Session Ended Normally		Folder: Chat
Description: The number of interaction that ended normally (ENDED_REASON in ['QUIT', 'FORCE']).
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Session Inactive		Folder: Chat
Description: The total number of times that sessions were inactive during the reporting period.
Calculation:		Used in: Async Chat Dashboard Chat Interaction Stats Chat Termination Report
Media type: Data type: Metric type:
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Metric name: Session Missed Introduced: 9.0.011.xx		Folder: Chat
Description: Total number of chats requested by clients that were not answered by agents during the reporting period. aka Chats Missed.
Calculation:		Used in: Chat Session Report
Media type: Data type: Metric type:
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Metric name: Session Only with Bot		Folder: Chat
Description: The total number of media sessions handled by bots, without agent involvement.
Calculation:		Used in: Bot Dashboard Sessions Handled by Bots
Media type: Data type: Metric type:
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Metric name: Session Time		Folder: Chat
Description: The total duration of chat sessions within the reporting period.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Session Transferred		Folder: Chat
Description: aka Chats Transferred. The total number of chats that were transferred to an agent during the reporting period.
Calculation:		Used in: Chat Session Report
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Metric name: Session with Bot		Folder: Chat
Description: The total number of media sessions in which bots participated.
Calculation:		Used in: Bot Dashboard Sessions Handled by Bots
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Metric name: Terminated Due to Other Reasons		Folder: Chat
Description: The total number of sessions that terminated for any reason other than interruption by the agent, abandonment or interruption by the caller, or inactivity.
Calculation: Calculated as ([Media Session] - [Customer Terminated]) - [Agent Terminated]) - [Session Inactive])		Used in: Chat Termination Report
Media type: Data type: Metric type:
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Folder: Chat > Agent

Metric name: % Interactions Less Time to Accept Introduced: 9.0.012		Folder: Chat > Agent
Description: The percentage of interactions that were accepted by an agent before the amount of time configured as the value of the option accepted-duration-threshold in the agg-gim-thld-CHAT-ACC section.
Calculation: Calculated as the value of the Chat > Agent > Interactions Less Time to Accept metric divided by the value of the Chat > Agent > Accepted metric.		Used in: Interactions Acceptance Report
Media type: Data type: number Metric type:
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Metric name: % Interactions Long Time to Accept Introduced: 9.0.012		Folder: Chat > Agent
Description: The percentage of interactions that were accepted by an agent after the amount of time configured as the value of the option accepted-duration-threshold in the agg-gim-thld-CHAT-ACC section.
Calculation: Calculated as the value of the Chat > Agent > Interactions LongTime to Accept metric divided by the value of the Chat > Agent > Accepted metric.		Used in: Interactions Acceptance Report
Media type: Data type: number Metric type:
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Metric name: Abandoned Waiting Time		Folder: Chat > Agent
Description: The total amount of time that customers spent waiting for a response in sessions that they eventually abandoned before connecting to an agent.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Acceptance Rate		Folder: Chat > Agent
Description: Percentage of engagements that were accepted by an agent.
Calculation: Calculated as the value of the Chat > Agent > Offered metric divided by the value of the Chat > Agent > Accepted metric.		Used in: Chat Engagement Report
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Metric name: Accepted		Folder: Chat > Agent
Description: Total number of assigned engagements that were accepted by the agents.
Calculation:		Used in: Chat Engagement Report Interactions Acceptance Report
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Metric name: Accepted Unique		Folder: Chat > Agent
Description: The total number of logical interactions that were accepted, initiated, or pulled by this agent. This metric includes an agent's first participation in outbound replies to inbound interactions.
Calculation:		Used in: Async Chat Dashboard Chat Agent Stats
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Metric name: Alert Duration Introduced: 9.0.012		Folder: Chat > Agent
Description: The number of seconds that an interaction alerted at the agent's DN before being accepted.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: number Metric type:
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Metric name: Avg Duration for Accepting Interactions Introduced: 9.0.012		Folder: Chat > Agent
Description: The average amount of time (([h]:mm:ss) that interactions alerted at the agent's DN before being accepted.
Calculation: Calculated as the value of the Chat > Agent > Alert Duration metric divided by the value of the Chat > Agent > Accepted metric.		Used in: Interactions Acceptance Report
Media type: Data type: number Metric type:
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Metric name: Avg Focus Time		Folder: Chat > Agent
Description: The average amount of time that agents spent working directly or indirectly on media sessions within the reporting interval.
Calculation: Calculated as Chat > Agent > Focus Time divided by Chat > Agent > Accepted Unique.		Used in: Asynchronous Chat Dashboard Chat Agent Stats
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Metric name: Consult Received Engage Time		Folder: Chat > Agent
Description: The total amount of time that agents were engaged in collaborations or simple consultations where the collaborations/consultations were associated with customer interactions of this business attribute and the agents were the recipients of the collaboration/consultations requests.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Consult Received Engage Warm Time		Folder: Chat > Agent
Description: The total amount of time that agents were engaged in consultations that were distributed or pulled from this chat and associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with agents.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Consult Received Hold Time		Folder: Chat > Agent
Description: Total amount of time that agents had simple consultations on hold, where consultations were distributed or pulled from this chat and associated with customer interactions, and agents were consultation recipients.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Consult Received Time		Folder: Chat > Agent
Description: The total amount of time that this agent was engaged as a recipient in collaborations or simple consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions.
Calculation: Calculated as the sum of Chat > Agent > Consult Received Engage Time plus Chat > Agent > Consult Received Hold Time.		Used in: This metric is not used in any reports.
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Metric name: Consult Received Warm Hold Time		Folder: Chat > Agent
Description: The total amount time that agents had consultations on hold where the interactions were distributed or pulled from this chat and associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Consult Received Warm Time		Folder: Chat > Agent
Description: The total amount of time that this agent was engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions.
Calculation: Calculated as the sum of Chat > Agent > Consult Received Warm Engage Time plus Chat > Agent > Consult Received Warm Hold Time.		Used in: This metric is not used in any reports.
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Metric name: Consult Received Warm Wrap		Folder: Chat > Agent
Description: Total number of times consultations that agents received, for which agents entered ACW state, and interactions were transferred/conferenced with agents.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Consult Received Warm Wrap Time		Folder: Chat > Agent
Description: Total amount of time that agents spent in ACW state following consultations (distributed from this queue) that the agents requested and received, and the interactions were transferred to / conferenced with the agents.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Consult Received Wrap		Folder: Chat > Agent
Description: Total number of times entered ACW (Wrap) state following accepted simple consultations.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Consult Received Wrap Time		Folder: Chat > Agent
Description: The total amount of time spent in ACW (Wrap) state following accepted simple consultations.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Engage Time		Folder: Chat > Agent
Description: Total duration of engagement since an agent joining a chat till agent leaves the chat or chat ends.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Engagement Handle Time		Folder: Chat > Agent
Description: Total duration of the agent engagement.
Calculation: Calculated as the difference between the time when the agent joins the chat and the time when the agent leaves the chat (or the time the chat ends).		Used in: Chat Engagement Report
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Metric name: Focus Interval		Folder: Chat > Agent
Description: The number of times the agent (or agents) was in focus state on this media session.
Calculation:		Used in: Chat Agents Stats
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Metric name: Focus Time		Folder: Chat > Agent
Description: The total amount of time the agent (or agents) spent working directly or indirectly on this media session. This metric excludes dormant time.
Calculation:		Used in: Async Chat Dashboard Chat Agent Stats Chat Engagement Report
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Metric name: Hold Time		Folder: Chat > Agent
Description: The total amount of time within the interval that this agent had customer interactions on hold.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Interactions Less Time to Accept Introduced: 9.0.012		Folder: Chat > Agent
Description: The number of interactions that were accepted by an agent after the amount of time configured as the value of the option accepted-duration-threshold in the agg-gim-thld-CHAT-ACC section.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: number Metric type:
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Metric name: Interactions Long Time to Accept Introduced: 9.0.012		Folder: Chat > Agent
Description: The number of interactions that were accepted by an agent after the amount of time configured as the value of the option accepted-duration-threshold in the agg-gim-thld-CHAT-ACC section.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: number Metric type:
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Metric name: Max Duration for Accepting Interactions Introduced: 9.0.012		Folder: Chat > Agent
Description: The longest amount of time (([h]:mm:ss) that any interaction alerted at the agent's DN before being accepted.
Calculation:		Used in: Interactions Acceptance Report
Media type: Data type: number Metric type:
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Metric name: Offered		Folder: Chat > Agent
Description: Total number of engagements that were offered to agents.
Calculation:		Used in: Chat Engagement Report
Media type: Data type: Metric type:
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Metric name: Rejected		Folder: Chat > Agent
Description: Total number of engagements that were rejected by agents.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Wrap Time		Folder: Chat > Agent
Description: The total amount of time that agents spent performing after-call work for customer interactions that were distributed from this chat.
Calculation:		Used in: This metric is not used in any reports.
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Folder: Chat > Async

Metric name: Dormant Interval		Folder: Chat > Async
Description: The number of times a session entered the dormant state.
Calculation:		Used in: Async Chat Dashboard Chat Interaction Stats
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Metric name: Dormant Time		Folder: Chat > Async
Description: The total amount of time that a customer interaction was in the dormant state or on hold (with no Agent participant). Routing time is excluded from dormant time.
Calculation:		Used in: Async Chat Dashboard Chat Interaction Stats
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Metric name: Idle (No Agent)		Folder: Chat > Async
Description: The number of times that customer interactions had no activity when the interaction was in the active state and no agents were participating in the chat.
Calculation:		Used in: Chat Interaction Stats
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Metric name: Idle Time (No Agent)		Folder: Chat > Async
Description: The total amount of time that customer interactions had no activity when the interaction was in the active state and no agents were participating in the chat.
Calculation:		Used in: Async Chat Dashboard Chat Interaction Stats
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Folder: Chat > Thread

Metric name: Average Thread Handle Time Introduced: 9.0.012.01		Folder: Chat > Thread
Description: Average handle duration of all chats in all threads.
Calculation: Calculated as AG2_CHAT_THREAD_STATS.HANDLE_DURATION divided by AG2_CHAT_THREAD_STATS.THREADS		Used in: This metric is not used in any reports.
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Metric name: Average Thread Response Time Introduced: 9.0.012.01		Folder: Chat > Thread
Description: For served threads, the average amount of time between clients' messages and the subsequent agents' messages.
Calculation: Calculated as AG2_CHAT_THREAD_STATS.AGENT_REPLY_DURATION divided by AG2_CHAT_THREAD_STATS.THREADS		Used in: This metric is not used in any reports.
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Metric name: Thread Agent Messages Introduced: 9.0.012.01		Folder: Chat > Thread
Description: Total number of agent messages in all threads.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Thread Agent Messages Size Introduced: 9.0.012.01		Folder: Chat > Thread
Description: Total size of all agent messages in the thread.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Thread Customer Messages Introduced: 9.0.012.01		Folder: Chat > Thread
Description: Total number of customer messages in all threads.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Thread Customer Messages Size Introduced: 9.0.012.01		Folder: Chat > Thread
Description: Total size of all customer messages in the thread.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Thread Engagements Introduced: 9.0.012.01		Folder: Chat > Thread
Description: Total number of engagements in all threads.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Thread Handle Time Introduced: 9.0.012.01		Folder: Chat > Thread
Description: Total handle duration of all chats in all threads.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Thread Response Time Introduced: 9.0.012.01		Folder: Chat > Thread
Description: The total amount of time between clients' messages and the subsequent agents' messages throughout the thread.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Thread Sessions Introduced: 9.0.012.01		Folder: Chat > Thread
Description: Total number of sessions in all threads.
Calculation:		Used in: This metric is not used in any reports.
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Metric name: Threads Introduced: 9.0.012.01		Folder: Chat > Thread
Description: Total number of threads started by clients.
Calculation:		Used in: This metric is not used in any reports.
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